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Director, Customer Marketing
Posted on 3/29/2022
Sarasota, FL, USA
Experience Level
Desired Skills
Social Media
  • 10+ years of experience in B2B customer marketing, engagement and advocacy initiatives
  • Proven success as a communicator, writer, and content creator
  • 5+ years demonstrated leadership skills, including mentoring, hiring and coaching both individual contributors and managers
  • Define, own, and execute Sprout's Customer Marketing strategies for onboarding, education, engagement, loyalty, and advocacy programs
  • Be data driven - measuring the impact of programs on net dollar and logo retention
  • Lead your team to deliver world class programs in the following areas:
  • Onboarding: Drive product adoption and stickiness through nurtures and campaigns
  • Education: Product and social skills education, including management of our learning portal, knowledge hub, and certification program
  • Campaigns, Content and Events: Customer-focused campaigns, webinars, workshops, events, and award programs that drive engagement, uncover new use cases, and develop brand loyalty
  • Community: Build a thriving and industry-leading customer community that engages our users, drives referrals, and social proof
  • Agency Partner Program: Manage and grow our Agency Partner Portal - a one-stop shop for Agency Partner enablement, access on-demand strategy content, register leads, and manage program benefits
  • Advocacy: Be the voice of the customer, telling their stories via case studies, videos, testimonials, and partner with other teams like Communications, Product Marketing, and Content to put the customer at the center of our marketing. Build a repeatable system to support customer references for our Revenue organization
  • Social Proof: Manage reviews on third-party sites like G2, TrustRadius, Gartner Peer Insights, and others
  • Executive Engagement: Lead the strategy for, and ongoing management of, all aspects of our Customer Advisory Board
  • Voice of Customer Insights: Conduct research within the customer base to uncover drivers of delight and dissatisfaction - and evangelize the voice of the customer to other teams.'
  • Complete Sprout's New Hire training program alongside other new Sprout team members and understand the value that Sprout delivers to our customers
  • Meet with members of your team and the Marketing Leadership team in 1:1s to understand the customer marketing team, the customer journey and team responsibilities
  • Get to know your peers and key stakeholders across Revenue Marketing, Product Marketing, Lifecycle Marketing, Brand Creative, Product, Growth, Product Ops, Customer Success and Customer Support to understand current working relationships
  • Familiarize yourself with Marketing and Brand Creative process and rituals (i.e. how we get work done), and understand how to effectively plan for work to get done
  • Develop a firm understanding of Sprout's existing customer marketing plays and customer experience
  • Start participating in weekly stand-ups, team meetings and marketing and onboarding rituals
  • Familiarize yourself with Sprout's product strategy and development lifecycle, our release/launch process, marketing campaign framework and more
  • Meet with leaders throughout the marketing and sales organizations and identify areas of opportunity
  • Begin developing strategies and managing goal setting for your team
  • Interact day-to-day with internal teams including product management, marketing, creative, customer success, support, agency sales, and others to extract insights and spot opportunities
  • Continue to develop strong relationships across Marketing and Customer Success to better understand opportunities to improve net retention dollars
  • Begin designing, building, testing and optimizing new programs and campaigns to drive retention and loyalty
  • Continue to develop your team
  • Collaborate effectively with cross-functional teams across the business
  • Be effectively prioritizing efforts and levers to make the most impact to customer education, engagement, loyalty, and advocacy
  • Be leading, expanding, and developing a world class customer marketing function
  • Be comfortable and proactive about working with the rest of the Marketing and Revenue teams to push the creativity of our expansion of programs
  • Surprise us! Use your unique ideas and abilities to change Sprout in beneficial ways that we haven't even considered yet
Desired Qualifications
  • Experience with a subscription based B2B SaaS business
  • A creative and innovative mindset, comfortable acting with purpose and conviction in the face of ambiguity
  • Experience using marketing technology like Marketo, Intercom, Insided, as well as other Revenue technologies like Salesforce, Skilljar, Workramp, and Zendesk
Sprout Social
Sprout Social creates powerful solutions for social media management.
Company Overview
Sprout Social creates powerful solutions for social media management.